Customer Service & Retention AI

Re:amaze: ecommerce helpdesk and AI support

Re:amaze is an ecommerce support workspace that brings customer messages and connected store records together so a team can answer questions in one place. A shared inbox, live chat and an AI Agent help staff handle routine questions. Requests the AI cannot resolve are passed to a person.

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Supported Platforms
Shopify · BigCommerce · WooCommerce · Web · Email · Chat · Social · SMS · Voice
Freshness
Updated Oct 5, 2026
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Buying view: Re:amaze is relevant when a team needs shared support operations and store context together. Compare the required seats and AI-resolved conversations: a low per-seat entry price does not describe the whole monthly bill.

Re:amaze workflows for ecommerce support

Re:amaze is a support workspace for teams that answer customer messages across enabled channels. Agents see the conversation beside connected store records, use shared knowledge to reply, and route work to the right teammate. The team can enable an AI Agent for supported questions, while staff take over requests the Agent cannot handle. After resolving an escalated conversation, staff can review a suggested answer before adding it to reusable knowledge.

Customer conversations and order context in one inbox

A customer may ask about an order in chat and follow up by email. Support staff need the conversation, store context and answer policy in one place so they can reply consistently and know who owns the next step. Re:amaze organizes that work in a shared inbox.

From incoming message to assignment and reply

Customers contact the store through connected email, chat or another enabled channel; staff handle the resulting conversation in Inbox. They inspect the store context, reply or assign the request, and decide when the AI Agent may answer. A proposed learned answer enters the knowledge base only after staff review it.

How Re:amaze hands AI conversations to staff

Re:amaze can answer eligible messages with AI and hand unresolved requests to staff, who decide whether resolved answers enter reusable knowledge.

From customer message to reply or human handoff

A customer message enters the support workspace from an enabled channel. The AI Agent checks the available knowledge and supported store context, then either replies or hands the conversation to staff. Staff resolve the escalated case and mark it Done; Re:amaze may then suggest a learned answer. A teammate decides whether to save that answer before the Agent can reuse it on a later question.

From customer message to reply or human handoffA customer message enters the support workspace from an enabled channel. The AI Agent checks the available knowledge and supported store context, then either replies or hands the conversation to staff. Staff resolve the escalated case and mark it Done; Re:amaze may then suggest a learned answer. A teammate decides whether to save that answer before the Agent can reuse it on a later question. YesEscalateYesNoMessage arrivesKnowledge and store contextAI can handle it?AI repliesStaff take overStaff resolve; mark DoneReview suggested answerConversationhandledSave a learned answer?From customer message to reply or human handoffA customer message enters the support workspace from an enabled channel. The AI Agent checks the available knowledge and supported store context, then either replies or hands the conversation to staff. Staff resolve the escalated case and mark it Done; Re:amaze may then suggest a learned answer. A teammate decides whether to save that answer before the Agent can reuse it on a later question. YesEscalateYesNoMessage arrivesKnowledge and store contextAI can handleit?AI repliesStaff takeoverStaff resolve;mark DoneReviewsuggestedanswerConversationhandledSave a learnedanswer?

Inbox, AI Agent and reusable answers

Re:amaze uses Inbox for conversations, AI Agent for eligible answers and reviewed knowledge for reuse.

Inbox

Inbox is where staff read and answer customer conversations from enabled channels. While handling a message, they can inspect connected commerce records instead of switching between the conversation and the store. Assignments and workflow rules show who should handle the next reply or exception; the team remains responsible for resolving the case.

AI Agent

The AI Agent handles supported customer questions on channels where the team has enabled it. It draws on approved knowledge and available commerce data to compose a reply, then hands requests it cannot handle to staff. A sent reply has the status Responded; staff should distinguish that from a conversation marked Done and from a billable AI resolution.

FAQ

FAQ is the team's workspace for writing and updating answers to recurring customer questions. Staff decide which answers are public and which remain internal; saved answers can support customer self-service and AI Agent replies. When a return or shipping policy changes, the team needs to update the source answer because the Agent may reuse it.

Learned Answers

Learned Answers turns a human-resolved support case into a candidate answer for future questions. After staff mark the escalated conversation Done, Re:amaze may suggest wording that a teammate can review, edit or discard. Only a saved answer becomes available for later Agent use, so a one-off exception need not become the store's standing policy.

Chat and Chatbots

Chat gives shoppers a way to contact the store while they browse, and the team can configure proactive messages for selected situations. Staff answer those conversations in the support workspace. If the team enables the AI Agent, it should check the existing bot setup: some classic bots stop running, while Cue and Workflow Bots can remain in use.

Re:amaze pricing: seats and AI resolutions

Re:amaze charges its main plans per team member and meters AI-only resolutions separately; Starter uses a responded-conversation limit.

View official pricing details

Basic, Pro and Plus are charged per team member, with a separate allowance for AI resolutions. Starter instead limits responded-to conversations and includes unlimited team members.

Per-seat plans and included AI resolutions

Basic, Pro and Plus list per-user subscription prices and different included AI resolution allowances.

Product or sales surfaceScopePublic price and status
Basic

One brand; 5 AI resolutions per user/month.

$29/user/month; monthly billing$26.10/user/month; annual billing
Pro

Multiple brands; 10 AI resolutions per user/month.

$49/user/month; monthly billing$44.10/user/month; annual billing
Plus

Staff management; 20 AI resolutions per user/month.

$69/user/month; monthly billing$62.10/user/month; annual billing
Starter

500 responded-to conversations/month; unlimited team members.

$59/month flat rate
AI overage

Additional resolution beyond the included allowance; no human escalation.

$0.85/additional resolution

Re:amaze alternatives compared

Re:amaze, Commslayer, Gorgias, and Tidio + Lyro are compared by product scope, suitable tasks, implementation responsibilities and billing.

ProductProduct scopeBest-fit scenarios and implementation responsibilitiesPricing and billing
Re:amazeCurrent productRe:amaze is an ecommerce support workspace that brings customer messages and connected store records together so a team can answer questions in one place.

Best fitConsider Re:amaze for email, chat and other support channels with connected store records. Compare Commslayer for Shopify support conversations with order work in the same workspace and Gorgias for an ecommerce helpdesk with live order context and an AI Agent.

ImplementationYour team would connect channels and stores, configure workflows and test AI-to-human handoffs.

See plans and pricing information above
CommslayerCommslayer is a Shopify support workspace that helps staff answer customer messages and handle supported order requests without leaving the conversation.

Best fitConsider Commslayer for Shopify support conversations and order-related tasks in the same workspace when comparing it with Re:amaze.

ImplementationWith Commslayer, the team would connect Shopify, set reply and action rules and configure conversation routing.

Official product and workflow ↗

Confirm current billing terms before buying.

Free: $0/month

Plus: $39–$199/month, by volume

Scale: $299–$2,999/month, by volume

Enterprise: Custom quote

Official pricing ↗
GorgiasGorgias is an ecommerce customer-service platform that combines a shared Helpdesk with an AI Agent for routine support and shopping conversations.

Best fitConsider Gorgias for an ecommerce helpdesk with live order context and an AI Agent when comparing it with Re:amaze.

ImplementationWith Gorgias, your team would connect store records, authorize order actions and configure ticket routing.

Official product and workflow ↗

Confirm current billing terms before buying.

Helpdesk subscription scales with monthly ticket volume, not agent seats.

AI Agent is billed for resolved conversations; Voice and SMS add-ons are charged separately.

Official pricing ↗
Tidio + LyroTidio is live chat and AI customer service software for ecommerce teams. It helps stores answer shopping questions, handle support requests, and pass conversations to a person when needed.

Best fitConsider Tidio + Lyro for Lyro AI answers alongside live chat and rule-based Flows when comparing it with Re:amaze.

ImplementationWith Tidio + Lyro, the team would prepare knowledge for Lyro, build Flows and assign staff to take over live chats.

Official product and workflow ↗

Confirm current billing terms before buying.

Free: 50 billable conversations/month and a one-time 50-conversation Lyro allowance per account.

Recurring Lyro capacity requires a paid quota. Human conversations and Flows have their own limits.

Official pricing ↗

Is Re:amaze right for your support team?

Re:amaze fits teams that need a shared customer inbox with store context and a clear AI-to-human handoff.

When this product fits

Re:amaze suits a support team that needs one inbox for enabled customer channels, connected store context and a clear handoff between AI and staff. The buyer should map its current channels and brands to the plan, then estimate staff seats and conversations the AI Agent may resolve without escalation. Those two quantities explain more of the likely bill than the per-seat entry price alone.

Compare seat cost with conversation cost

Price seats and AI-only resolutions together: Basic suits a single brand, Pro adds multibrand support, and Plus adds granular staff roles and scheduling. Test knowledge answers first, then order lookup and handoff with controlled test orders; the AI test window does not access live order data. Before migration, sample old threads, attachments and customer links, then enable AI channel by channel.

Re:amaze native ecommerce and support connections

Re:amaze connects supported store and messaging systems to the helpdesk so staff can answer with relevant customer context.

ShopifyOrders ↔ support workspace

Staff can inspect customer orders and perform supported order actions within the conversation.

Native integration guide
BigCommerceOrder data → support workspace

Order and fulfillment context accompanies the support conversation.

Native integration guide
WooCommerceStore records → support workspace

The ready-made store connection brings customer and order context to support.

Native integration guide
StripePayments ↔ support workspace

Staff can inspect payment information and manage supported refunds from the helpdesk.

Native integration guide
SlackConversation notifications → Slack

Connected Slack channels receive conversation and message notifications for team awareness.

Native integration guide
KlaviyoContacts and subscriptions ↔ support

Staff can manage connected Klaviyo contacts, lists and subscriptions from the support context.

Native integration guide
RechargeSubscriptions ↔ support workspace

Customer subscriptions and recurring purchases can be managed within conversations.

Native integration guide
SmileLoyalty records → support workspace

Staff can see available point balances, rewards and VIP context while assisting a customer.

Native integration guide
Native integration guide

Re:amaze questions answered

Re:amaze buyers need to check seat costs, AI resolution allowances and channel coverage before choosing a plan.

Do paid Re:amaze plans include unlimited AI support?

No, they do not include unlimited AI resolutions. Standard per-seat plans include a limited allowance, with additional AI resolutions currently priced at $0.85 each on top of seat charges. Draft generation, human replies and fully AI-resolved conversations are not the same billing event.

Does a human handoff count as a paid AI resolution, and what about reopened conversations?

According to the current billing guide, a conversation that needs human takeover is not an AI-only resolution, and qualifying resolutions are counted by thread rather than reply. The rules for reopened threads, cross-month cases and delayed human replies still need written confirmation. Request a thread-level sample bill for those cases.

Can Re:amaze AI Agent answer email and SMS now?

Yes. The official update dated June 10, 2026 lists chat, email and SMS. AI can be enabled for selected inboxes, numbers or brands, but SMS still depends on plan and channel eligibility and communication charges. AI support for SMS does not mean all telecom costs are included.

Does the AI test window prove that it can look up real orders or issue refunds?

No. The official test guidance says that the test window is not connected to real products and orders. Use it to check knowledge answers and escalation, then verify live order lookup with controlled test orders and separately confirm refund capabilities, approval and execution results. A successful knowledge test is not evidence of a successful refund.

Is Starter suitable for a larger team with few conversations, and is it free?

Starter is a paid plan, currently $59 per account per month with 500 responded-to conversations and unlimited team members. It may suit a team with many staff members but low conversation volume, but confirm its cap handling and AI allowance rather than applying Basic’s per-seat allowance. Multi-brand operations, detailed roles or scheduling may require a higher plan.

Should I switch on AI immediately after migrating from another helpdesk?

Not without validation. AI answers depend on knowledge articles, templates and connected product and order data; importing tickets does not prove that those sources are complete, customer links are correct or internal rules are safe to use in customer answers. Check sample threads and attachments, test realistic orders and handoffs, then enable channels gradually.

Sources for Re:amaze

The official product, help and pricing links below support the feature and purchasing claims on this page.

Re:amaze user reviews by platform

The Re:amaze review section groups source links and available feedback from Shopify App Store, G2, Capterra; each source’s product-profile scope is stated separately.

These product-specific review sources show ratings and merchant experiences. Each platform counts its own reviews; open a review card or source page for the original context.

4.4 / 5180 reviewsChecked Sep 29, 2026

Rating for the Re:amaze Shopify app.

Eversio Wellness

We have been using Re:amaze for over a year now and it has been a great tool for helping us help our customers efficiently. The program can be customized to provide the level of service your business requires and options for AI help are there when you are ready to pull the trigger. Dakota has been a valuable resource and so helpful when we have needed more information. A great platform! Thank you!

lojobands

Dakota is an excellent source of knowledge and ambassador for Re:amaze. Our small business just downloaded to product and he's been very helpful getting us up to speed with all of the functionality we need to keep our customer service up and running.

Nguyen Coffee Supply

AI functionality demo with Dakota T was very insightful. He explained everything with great clarity and patience. We will be expanding our usage/plan because of this.

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Original pageRe:amaze official website